Last updated: September 18, 2026
Welcome to our Frequently Asked Questions page. Here you can find answers to common questions about ordering, payment, shipping, delivery, tracking, returns, refunds and customer support.
If you cannot find the answer you need, please contact us:
Email: support@wosjg.shop
Telephone: +44 20 4156 4859
1. Where do you ship?
We currently ship to eligible destinations throughout Europe.
Shipping availability may depend on the destination country, postal code, carrier coverage, product availability, customs requirements and local delivery restrictions.
Available shipping options will be displayed during checkout where applicable.
2. How long does order processing take?
Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
Processing may occasionally take longer during public holidays, promotional periods, high order volumes or other exceptional circumstances.
3. How long does delivery take?
After dispatch, estimated delivery time is generally 5–7 business days.
Please note that this estimate does not normally include the initial 1–2 business day processing period.
Delivery may occasionally take longer because of customs processing, carrier delays, severe weather, public holidays, transportation disruptions or other circumstances outside our reasonable control.
4. How can I track my order?
Where tracking is available, you will normally receive tracking information after your order has been dispatched.
Your shipping confirmation may include the carrier name, tracking number, tracking link and dispatch information.
Tracking information may take approximately 24–48 hours after shipment to become active.
If you have difficulty tracking your order, please contact:
Email: support@wosjg.shop
5. What payment methods do you accept?
The payment methods available for your order will be displayed during checkout.
Depending on your location and checkout availability, payment options may include:
- Cash on Delivery (COD);
- PayPal, where available; and
- Other payment methods displayed during checkout.
Only payment methods actually displayed at checkout are available for the relevant order.
6. Do you offer Cash on Delivery (COD)?
Where available, Cash on Delivery (COD) may be selected during checkout.
With COD, payment is made when your parcel is delivered.
COD availability may depend on your destination country, postal code, product, order amount and local courier availability.
If COD is unavailable for your order, it will normally not appear as a payment option during checkout.
7. How does Cash on Delivery work?
When COD is available and selected, you place your order through our normal checkout process but make payment when the parcel is delivered.
Depending on the courier and destination, the delivery provider may require cash, the exact amount or another payment method supported by that courier.
Certain COD orders may be subject to reasonable verification before dispatch.
8. Can I pay with PayPal?
Where PayPal is displayed during checkout, you may select it as your payment method.
You may be redirected to PayPal to sign in, select your payment source, verify your identity and authorize the transaction.
We will never ask you to provide your PayPal password by email or telephone.
If PayPal is not displayed during checkout, it is not available for that particular order.
9. Is payment secure?
We take reasonable measures designed to provide a secure shopping and payment environment.
For your security, always complete payment through the official checkout process.
Never send us your online banking password, PayPal password, complete payment card credentials or other confidential account login information by email.
10. What currency will I be charged in?
The applicable currency and final amount payable will be displayed during checkout before you submit your order.
Your bank or payment provider may independently apply currency conversion charges, exchange-rate adjustments or international transaction fees.
These third-party charges are outside our direct control.
11. Will I have to pay taxes or customs charges?
Applicable taxes will be displayed during checkout where required and reasonably possible.
International shipments may, depending on the destination and applicable rules, be subject to VAT, customs duties, import taxes or customs clearance charges.
Any charges not included at checkout may be the customer's responsibility where permitted by applicable law.
12. Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel an order.
Email: support@wosjg.shop
Telephone: +44 20 4156 4859
We will make reasonable efforts to assist you.
However, once an order has entered processing or has already been dispatched, changes or ordinary cancellation may no longer be possible.
Any applicable statutory cancellation or withdrawal rights remain unaffected.
13. What should I do if I entered the wrong delivery address?
Please contact us immediately if you notice an error in your delivery information.
If your order has not yet been dispatched, we may be able to update the address.
Once the parcel has been shipped, we cannot guarantee that the delivery address can be changed.
Customers are responsible for providing accurate and complete delivery information when placing an order.
14. What happens if my order is delayed?
Delivery delays may occasionally occur because of:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- Incorrect delivery information; or
- Other circumstances outside our reasonable control.
If the estimated delivery period has passed, please check your tracking information first.
If there has been no meaningful tracking update for an extended period, contact us with your order number.
15. What should I do if my parcel appears to be lost?
First check your tracking information and confirm that your delivery address is correct.
You should also check whether another household member accepted the parcel, whether the courier left it in a designated delivery area or whether it was taken to a local collection point.
If the parcel still cannot be located, please contact:
Email: support@wosjg.shop
Telephone: +44 20 4156 4859
Please include your order number and relevant tracking information.
16. What should I do if my product arrives damaged?
Please contact us promptly if your product arrives damaged.
Where reasonably possible, provide:
- Your order number;
- Photographs of the damaged product;
- Photographs of the outer packaging;
- Photograph of the shipping label; and
- A description or video showing the problem.
Please retain the original packaging while the issue is being reviewed.
Depending on the circumstances and applicable law, an appropriate remedy may include replacement, repair, refund or another suitable solution.
17. What should I do if I receive the wrong product?
If you receive a product different from the one you ordered, please contact us promptly.
Please provide your order number, photographs of the product received, a photograph of the shipping label and a brief description of the issue.
We will review the matter and provide appropriate instructions.
18. What should I do if something is missing from my order?
If your order arrives with a missing product, accessory or component, please contact us.
Please provide your order number, photographs of the items received, photographs of the packaging and details of what is missing.
We will review the issue and provide an appropriate solution.
19. What is your return period?
For eligible products, we provide a voluntary 30-day return period from the date you receive your order, subject to the conditions stated in our Return and Refund Policy.
Returned products should generally be in an eligible condition and include the original packaging and relevant accessories where required under our return policy.
This voluntary return policy does not limit mandatory consumer rights.
20. Do consumers have a statutory right of withdrawal?
Where applicable, consumers in the European Union or European Economic Area may have a statutory 14-day right of withdrawal for eligible distance purchases, subject to applicable conditions and exceptions.
This statutory right is separate from our voluntary 30-day return policy.
Please review our Return and Refund Policy for complete information.
21. How do I request a return?
Please contact us before returning a product:
Email: support@wosjg.shop
Telephone: +44 20 4156 4859
Please provide your order number, the product you wish to return and the reason for your request where relevant.
We will review your request and provide the applicable return instructions.
Do not send a return to the registered company address unless we have specifically confirmed that address for your return.
22. Do I have to pay return shipping?
For ordinary voluntary returns or change-of-mind returns, the customer may be responsible for return shipping costs as stated in our Return and Refund Policy.
If a product is defective, damaged, incorrect or otherwise not in conformity with the purchase contract, reasonable return shipping costs will be handled according to applicable law and our Return and Refund Policy.
23. Can I exchange a product?
Where an exchange is available, please contact us before returning the product.
Exchange availability may depend on product stock and the circumstances of the return.
Where a direct exchange cannot be arranged, you may need to return the eligible product and place a new order.
24. How long does a refund take?
Once an eligible return under our voluntary return policy has been received, inspected and approved, the refund will normally be processed within 10 days after approval.
Where possible, online payment refunds will normally be returned to the original payment method.
Banks and payment providers may require additional processing time before the refunded amount appears in your account.
Where a statutory withdrawal right applies, refunds will be processed within the legally required timeframe.
25. How are Cash on Delivery refunds handled?
Because a COD payment may originally have been collected physically by a courier, refunds for Cash on Delivery purchases may require a different refund method.
Where necessary, our customer service team will contact you to arrange an appropriate refund method.
We will never ask you to send passwords or complete payment-account login credentials by email.
26. What if I believe I was charged twice?
If you believe you have been charged more than once for the same order, contact us promptly.
Please provide your name, order number, email address used for the order, payment date, amount charged and relevant transaction information.
Do not send passwords or complete payment credentials.
27. How can I contact customer service?
For questions regarding products, orders, payments, shipping, returns or refunds, please contact:
Email: support@wosjg.shop
Telephone: +44 20 4156 4859
When contacting us about an existing order, please include your order number and the email address used when placing the order.
28. How is my personal information handled?
Personal information is processed in accordance with our Privacy Policy and applicable data protection requirements.
Information may be processed where necessary to manage orders, payments, delivery, customer support, returns, refunds, fraud prevention and other legitimate store operations.
Please review our Privacy Policy for further information.
29. Where can I find your store policies?
Our relevant store policies are available through our online store and may include:
- Return and Refund Policy;
- Privacy Policy;
- Terms of Service;
- Shipping and Delivery Policy;
- Payment Policy;
- Contact Information; and
- Legal Notice.
We recommend reviewing the applicable policies before placing an order.
30. Who operates this online store?
This online store is operated by:
FAN CLUB FCSB UK LTD
Company Number: 16108338
Registered Address:
608 Green Lane
Ilford
England
IG3 9SQ
United Kingdom
Email: support@wosjg.shop
Telephone: +44 20 4156 4859